Senior Director, Operations Management Support

WHO WE'RE LOOKING FOR

The Senior Director, Operations Management Support provides executive leadership for the strategic direction, governance, and performance of Operations Management Support. The position is responsible for three or more operational support functions, including contractor oversight, operational analytics, quality assurance, training, service monitoring, mobility support, and performance management. The Senior Director establishes departmental strategy, policies, governance, and performance expectations supporting Bus Operations and Maintenance. The position ensures consistent contractor accountability, operational compliance, enterprise performance reporting, workforce development, and continuous improvement while aligning departmental priorities with CapMetro's Strategic Plan and organizational objectives. The Senior Director serves as a member of the Bus Operations and Maintenance leadership team and leads through subordinate managers while collaborating with executive leadership, internal departments, contracted service providers, and external stakeholders.

WHAT YOU'LL BE DOING

Note: The duties and primary responsibilities below are intended to describe the general content of and requirements of this job and are not intended to be an exhaustive statement of duties.

Strategic Leadership & Departmental Management

• Establish the strategic direction and long-range objectives for Operations Management Support in alignment with agency strategic priorities
• Develop department budgets, resource allocation strategies, workforce plans, and long-term business objectives.
• Develop senior leaders through succession planning, leadership development, organizational design, and talent management

Contractor Management, Quality Assurance & Compliance

• Provide executive leadership for contractor oversight, quality assurance, operational analytics, training, service monitoring, mobility support, and performance management
• Direct contractor performance management, contract administration, compliance monitoring, and performance improvement initiatives
• Develop departmental policies, governance standards, auditing methodologies, performance measurement frameworks, and compliance programs

Performance Management, Analytics & Reporting

• Establish KPI governance, operational reporting standards, audit protocols, and contractor accountability processes
• Lead organizational performance analysis and provide executive recommendations supporting strategic decision making

Cross-Functional Leadership & Executive Representation

• Lead cross functional initiatives involving Operations, Vehicle Maintenance, Planning, Finance, Safety, Procurement, Information Technology, Customer Experience, and contracted service providers
• Represent the department before executive leadership, Board committees, regulatory agencies, external partners, and contracted service provider

Continuous Improvement & Operational Excellence

• Direct organizational continuous improvement initiatives through operational analysis, benchmarking, technology implementation, and process redesign

CapMetro SMS Support & Other Duties Assigned

• Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by ensuring staff follows safety and security policies, considers safety in every action, and ensures safety and security concerns are reported.
• Perform other duties as assigned

RESPONSIBILITIES – SUPERVISOR AND/OR LEADERSHIP EXERCISED

Direct and manage department personnel by planning, scheduling, delegating, and overseeing employee work assignments, authorizing, coordinating, and scheduling work with vendors and consultants, conducting personnel actions, including hiring and interviewing, and overseeing hiring, training, work assignments, and performance evaluations.

WHAT YOU BRING

• Bachelor’s degree in Business Administration, Public Administration, Transportation, Data Analytics, or related field. Additional relevant experience may substitute for educational requirement on a year for year basis.
• Twelve (12) years of progressively responsible experience in transit operations oversight, contract administration, performance management, operational analytics, compliance monitoring, or related transit management functions.
• Eight (8) years’ supervisory experience in a public transportation environment.
• Experience leading multiple functional areas, contractor oversight, strategic planning, organizational performance management, and budget administration.
• Experience in public transportation or another large, complex operating environment strongly preferred

Knowledge, Skills and Abilities

• Strong knowledge of contract administration, operational performance management, quality assurance principles, and compliance monitoring practices.
• Knowledge of fixed route operations, purchased transportation environment, contractor oversight, and operational KPI frameworks.
• Strong analytical, organizational, and strategic planning skills.
• Experience developing operational reports, dashboards, audit programs, and performance improvement initiatives.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to analyze complex operational issues and recommend strategic solutions.
• Ability to establish collaborative relationships while maintaining independent oversight responsibilities.
• Ability to manage multiple priorities and complex operational initiatives in a fast-paced environment.

WORK ENVIRONMENT AND PHYSICAL DEMANDS
Work is performed in an office and outside environment with exposure to inclement weather and adverse weather conditions. This position works with multiple project timelines and is responsible for managing employees performing work of a complex nature.  

Incumbent must have the ability to stand, walk and travel 90% throughout the workday. This position will need to have the ability to work varying shifts, days, nights, weekends, holidays, and rotating shifts, to meet the department’s needs. Must be able to safely operate a motor vehicle. Must be able to use a telephone or headset equipment. Incumbents must be able to lift and move material weighing up to 20 lbs., perform work at a computer terminal for 6-8 hours a day, and function in an environment with constant interruptions.  This position may require work beyond a normal forty-hour weekly schedule. Regular and predictable attendance at assigned work location is an essential function. 

Reasonable accommodation may be made to enable individuals with disability to perform the essential functions as previously described.

Mobility Status:
As an Onsite position, the incumbent’s primary workplace is a CapMetro facility or field location. Expected to work in the office or field location 4+ days a week. Mobility status is subject to change at any time based on business needs or organizational decisions.

COMMITMENT TO EQUAL EMPLOYMENT OPPORTUNITY   
CapMetro is an equal employment opportunity employer and committed to creating a welcoming environment for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, pregnancy, age, or any other protected characteristic as outlined by federal, state, or local laws. CapMetro makes hiring decisions based solely on qualifications, merit, and organization needs at the time.

SAFETY SENSITIVE POSITION
This position is identified as an FTA safety-sensitive position. An employee in this position is required to participate in the Employer’s testing program for prohibited substances. Participation in this program is a condition of employment with CapMetro. A safety-sensitive employee is randomly tested for prohibited drug use or alcohol misuse while the employee is performing safety-sensitive functions; just before the employee is to perform safety sensitive functions; or just after the employee has ceased performing such functions.